What can I do to spark EDF Energy into giving me my cash back? – The Guardian

I have been paying a monthly direct debit to EDF Energy for 14 years for gas and electricity at my flat in Brighton.

In March 2016 I relocated but continued to pay my monthly direct debit of £97, awaiting sale of the flat. Unfortunately the sale has not progressed as I had hoped and with the house empty I stopped the direct debit. According to meter readings I am due £1,306 refund.

I phone almost daily, but each time I am told it will be resolved but nothing happens. It has made a part payment of £324 to my bank account but says it cannot refund the rest. BD,Brighton, West Sussex

You were a long-standing customer and this was a substantial amount of money to be owed.

However, we established that you only contacted EDF Energy in June, so while it must be frustrating to be chasing up a refund on this scale you were only waiting a matter of days, rather than weeks or months. The initial refund was credited just five days after your request. We think a full refund should have been made in a single instalment, but EDF says that for large amounts of money authorisation at a higher level is required.

EDF Energy tells us: “We apologise to BD. Unfortunately there was a small delay of a few days in issuing the full refund – this was due to human error and we have given BD a goodwill payment of £25 to reflect this.”

We gather the full amount – plus a goodwill gesture – has now been credited to your account.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number